IT Service Management (ITSM) aligns with ITIL standards to manage access and availability of services, fulfil service requests and streamline services.
ITSM Overview Plans and Packages Getting Started
Product IT Service Management (ITSM) Automate core IT processes and manage incidents, problems and changes with ITSM. Unify AI, data and workflows purpose-built on the ServiceNow AI Platform to create exceptional IT service experiences for every corner of your business. Watch Demos Get Brief
The world works with ServiceNow®
How does ITSM work? ServiceNow ITSM uses AI capabilities and cloud technology to automate core IT processes on the ServiceNow AI Platform. With one platform and one data model, ITSM unifies tools, systems and data to help IT organisations deliver secure and reliable IT services across the enterprise. Read Report See Demo
Build resilient IT services Keep your IT services responsive, agile and scalable. Use AI agents and performance analytics to autonomously complete tasks and monitor real-time metrics. Video CTA Read Ebook Boost IT staff productivity Bring together people, data and workflows in one workspace. Automate incident routing and intelligent recommendations with AI agents. Video CTA Get Infographic Offer employees 24/7 IT support Support your employees anytime, anywhere, on any device. Deploy one mobile-friendly service portal enhanced with AI search and assistive AI agents. Video CTA Read Ebook Transform with a single platform The ServiceNow AI Platform unites AI agents, data and workflows on one enterprise-grade platform built for scale, trust and efficiency. Video CTA Explore Platform
Use cases for ITSM
Incident Resolution
Faster incident resolution Use ServiceNow AI Agents on a single platform to help restore services faster, eliminate recurring incidents and minimise service disruptions. Explore AI Agents View Incident Management Docs
Related products Incident Management Performance Analytics
Agent Productivity
Improve IT agent productivity Equip IT staff with one workspace to fulfil and manage service requests. Collaborate with assistive AI agents for intelligent incident summaries and faster resolutions. Explore AI Agents View Service Operations Workspace Docs
Related products AI agents Service Operations Workspace Now Assist for ITSM
Self-Service
Deliver 24/7 self-service Help employees solve issues any time with a unified portal and assistive AI agents. Empower your team to take action to resolve service requests. View Employee Center Pro Docs View Now Assist for ITSM Docs
Related products Now Assist for ITSM Now Mobile
Service Predictablility
Anticipate service performance trends Analyse real-time and historical performance data to quickly identify trends, adjust service coverage and compare KPIs to industry standards. View Predictive Intelligence Docs View Benchmarks Docs
Related products Predictive Intelligence Benchmarks Service Operations Workspace
Change Management
Make changes without disrupting services Reduce friction, minimise risk and deliver innovation fast with automated change processes and real-time alerts. Gain end-to-end visibility for product release readiness. View Change Management Docs View DevOps Change Velocity Docs
Related products Change Management DevOps Change Velocity Digital Product Release
Issue Identification
Resolve unreported employee technology issues Track user experience data and application performance metrics in real time. Achieve immediate resolutions before other employees are impacted. View Digital end-user experience Docs View Service Operations Workspace Docs
Related products Digital End-user Experience Service Operations Workspace AI agents
OUR CUSTOMERS Industry leaders rely on ServiceNow to make work better See All Stories 92% Improvement in MTTR for high-priority incidents Video CTA Learn More ≤10 Minutes saved per request with Now Assist Video CTA Learn More >47% Decrease in mean time to resolution with AI Video CTA Learn More 87% Increase in the overall self-service rate Video CTA Learn More 99.3% User satisfaction rate, up from 70% Video CTA Learn More 99.3% User satisfaction rate, up from 70% Video CTA Learn More
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps and data. See All Integrations
Resources for you See All Resources Analyst Report ServiceNow a Gartner® Magic Quadrant™ Leader in AI IT Service Management Recognised in the Gartner® Magic Quadrant™ for completeness of vision and execution of ITSM-enhancing AI capabilities. Video CTA Read Report eBook AI and GenAI: Redefining IT Service Video CTA Read Ebook Ebook Modernise IT Services and Operations with AI Video CTA Get eBook ANALYST REPORT AI and GenAI: Redefining IT Service Video CTA Read Report
What the community is saying Your peers have a lot to say about delivering scalable IT services on a cloud native platform. Gartner Peer Insights is the source for unbiased, honest feedback. Read the discussion and start growing enterprise productivity while you knock down silos. See Reviews
A trusted ITSM partner delivers more than success A ServiceNow partner provides guidance you can trust while helping you reach your ITSM goals.
ServiceNow Impact® Get the support and expertise you need to realise value fast. Achieve success your way with a success plan tailored to you. Learn about Impact
Frequently asked questions Expand All Collapse All Who is ServiceNow for?
Everyone who is digitally transforming their business can use ServiceNow to move faster with AI and automation. The ServiceNow Platform and its native workflows serve all business functions, from IT to HR to customer service, finance and procurement, across all industries and business types. ServiceNow integrates with legacy systems and newer solutions, making it the digital backbone of your enterprise. Read customer stories.
What is the ServiceNow Platform?
The ServiceNow Platform is the cloud-based foundation for all ServiceNow products. It connects and automates business workflows across the enterprise using one architecture, one data model and a collection of AI capabilities, business applications and low-code/no code development tools. Learn more.
What is an AI agent?

An AI agent is an autonomous system designed to gather data, make decisions and execute tasks to achieve predefined goals. It adapts to new information, learns over time and can manage a wide range of tasks, from simple repetitive actions to complex problem solving.

ServiceNow AI Agents, powered by the ServiceNow Platform, automate workflows, streamline operations and adapt to diverse business needs across IT, HR, CRM and more. With features like built-in governance, analytics and text-to-action capabilities, they enhance productivity while aiding alignment with organisational goals. Learn more.
What is ServiceNow IT Service Management?
ServiceNow IT Service Management (ITSM) intelligently delivers resilient enterprise IT services, boosts IT productivity and serves exceptional experiences to employees, all on ServiceNow's AI platform for business transformation. See how ServiceNow ITSM works.
What is Service Operations?
Service Operations combines ITSM and ITOM on the ServiceNow Platform to modernise enterprise IT, boost productivity and manage IT infrastructure and services. Learn more.
Talk with an expert Connect with our product experts to arrange a custom demo. See how ITSM can work in your organisation. Schedule a Demo
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